IT Help Desk Technician

**Position Summary**

This position may require rotating/variable shift schedules of work as required, including evening, weekends and holidays.

**Company Bio**

In partnership with the community, Kingston Police serves, supports and protects the safety of everyone in the City of Kingston. With over 200 police officers and 100 civilian employees, we strive to establish Kingston Police as an exemplary organization by inspiring public confidence, professionalism, accountable policing, and increased safety demonstrated through trusting relationships with partner agencies and the diverse members of the Kingston community.

**Responsibilities**

Help Desk/User Support:

- Troubleshoot and resolve or escalate in a timely manner, all reported user hardware and software problems as first line support
- Setup, configure, test, and/or install hardware and software on new and reallocated workstations, or perform enhancements and patching to existing systems
- Complete regular checks on the status of operational and support hardware, taking appropriate action when necessary (e.g. air conditioner, UPS, modems, and other network and server/storage hardware)
- Perform preventative maintenance on hardware and/or software
- Provide first line support for printers, photocopiers and fax machines
- Maintain supply of toner/ink jet cartridges for printers, photocopiers and fax machines
- Reporting photocopier meter reads
- Perform service on vehicle mounted laptops and radio systems as required
- Perform preventative maintenance on hardware and software while maintaining records of updates
- Maintain a clean and organized work environment
- Provide assistance to other IT positions as required
- Log all calls for service made on hardware/software

Troubleshooting and Maintenance:

- Perform preventative maintenance, including the installation of service packs, patches, hot fixes, anti-virus software, and more
- Arrange for external support to address technical problems when required
- Create and maintain required documentation
- Conduct regularly scheduled audits of the hardware and software inventory and maintain records
- Conduct system backups and checks in accordance with schedules
- Transport backup tapes off site, as required

Project Work and Reporting:

- Produce reports and statistics as requested
- Backup LRA for Entrust PKI management

Other
- Work closely with other members of the IT unit to ensure efficient and effective support in all IT functional areas as required
- Responsible for any other duties as assigned.

**Required Qualifications**
- Have a post-secondary diploma in computing technology or related field
- Minimum one year of recent and relevant experience working in IT
- Experience in wired and wireless communication systems (data, WiFi, VoIP, MDM, networking and voice radio systems)

ASSETS
- Have a client-focused orientation and excellent customer service skills to deal with internal and external clients and stakeholders, including vendors and suppliers
- Demonstrated computer and technical skills (WINDOWS and LINUX operation systems, Internet and intranet technologies, mobile device management and security technologies, WANS/LANS, including switches, routers, bridges and repeaters, etc.)
- Experience in the provision of IT support
- Excellent problem solving and multi-tasking abilities
- Experience working independently and setting priorities for efficient task completion
- Excellent organizational skills and attention to detail

**Closing Statement**

We thank all who apply, however, only those selected for further consideration will be contacted. Information collected will be handled in accordance with the Municipal Freedom of Information and Protection of Privacy Act.